Refunds & Returns Policy
At Citylife Furniture, we want you to feel confident with your purchase. Please review our terms regarding warranties, returns, exchanges and product claims.
This policy does not limit your rights under the Australian Consumer Law.
1. Proof of Purchase
To process any claim, repair, return or exchange, valid proof of purchase is required. This may include:
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Your tax invoice or online order confirmation.
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If misplaced, we may accept a bank statement only if the amount and date directly match the specific transaction in our system.
2. Product Assurance
We take care to ensure the products listed on our website match the photos, descriptions and product details provided.
If the item you receive is not the same as the product listing or description, please contact us as soon as possible. Where eligible, returns must be made in original condition and with original packaging so we can review and assist with the return process.
3. Warranty Coverage
Many of our products come with manufacturer warranty coverage. Warranty periods vary depending on the product:
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Structural warranty: 1–5 years on frame structures, depending on the model. Please check the product warranty section or contact us.
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Mechanical parts: 1-year, depending on the product.
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Standard ranges: 1-year warranty on brand-new bedroom, outdoor, dining and living products.
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Exclusions: Warranty does not cover normal wear and tear, misuse, incorrect assembly, accidental damage, leather or fabric wear, stitching, comfort or firmness preference, or sagging within normal tolerance.
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Clearance & floor stock: Floor stock and clearance items may be sold as-is and may have limited warranty or return eligibility. Your Australian Consumer Law rights still apply.
Warranty Assessment & Replacements:
Where a warranty claim requires assessment, inspection, repair or replacement, the customer is responsible for transporting the item to and from our Sumner store or approved inspection location.
If Citylife Furniture arranges transport on the customer’s behalf, transport fees will be the customer’s responsibility unless otherwise advised by Citylife Furniture.
Where a replacement item, part or component is approved under warranty, customers may collect it from our Sumner store. If delivery or transport is required, transport fees are the customer’s responsibility unless otherwise advised by Citylife Furniture.
4. Damaged, Faulty or Incorrect Items
We take care with product quality, but if an issue arises, please inspect your items upon delivery or pickup and contact us as soon as possible.
Where possible, visible manufacturing faults, transit damage or incorrect items should be reported within 24 hours so we can assist quickly with the courier or supplier.
Damage caused by incorrect assembly is not covered under warranty. Assembly is the customer’s responsibility. If you are unsure, we recommend using a professional technician.
Natural materials such as wood, fabric and leather may have slight variations in grain, colour or shade. Please follow the recommended product care instructions to help maintain your furniture.
5. Change-of-Mind Returns
Please choose carefully before placing your order. We generally do not accept returns for change of mind, including where an item does not suit your space, colour preference, comfort preference or style preference.
In some cases, we may approve a change-of-mind return, exchange or store credit request if you contact us within 7 days of delivery or pickup.
Approved change-of-mind returns must be unused, undamaged, unassembled and returned in their original packaging.
For approved change-of-mind returns:
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Return transportation costs are the customer’s responsibility.
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A 30% restocking or cancellation fee may apply.
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Non-refundable merchant or payment processing fees, including payment plan fees, may be deducted where applicable.
These fees do not apply where a remedy is required under Australian Consumer Law.
6. How to Lodge a Claim
If your product is faulty, damaged or incorrect, please contact our sales team via email at newcitylifefurniture@gmail.com or visit us in-store.
Please provide:
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Your tax invoice or order number.
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A description of the issue.
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At least 2 photos: one showing the whole product and one close-up of the issue.
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For mechanical issues, a short video may be required.
All claims are subject to assessment. If the item needs to be returned for inspection, our team will advise the next steps.
7. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. If the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced.
Need Assistance?
If you have any questions about your order, warranty or return options, please contact our team before finalising your purchase.